ICT priorities influencing policy directions in a South African telecommunications company

Abstract

COVID-19 facilitated the adoption of ICT and digital platforms as businesses utilised virtual alternatives for business continuity, education to online learning, and health to digital-enabled systems. This increased the amount of data shared between connected entities and thus the demand for telecommunications networks, presenting an opportunity for telecommunications operators to respond by leveraging data analytics and digital technologies in their processes. It became imperative to implement policies that could leverage the effectiveness of digital technologies as governance structures were not moving as fast during disruptions. So, this research explores policy directions of a telecommunications company in responding to COVID-19 disruptions. The research adopted a qualitative research approach through semi-structured virtual interviews. This approach was supplemented by secondary data collection where various information sources were used. Data were collected from 12 participants and transcribed for analysis using thematic analysis approach to identify patterns in the data. Organisation policies are not adaptive during disruptions and misalignments exist between policies of the different business units (BUs). Organisation policies were amended during COVID-19 because of different factors such as changes in operating model and regulation. A gap within organisation policies was identified, where some policies were implemented across the organisation before sign-off for approval was received. Policy compliance is a reactive approach where compliance is particularly enforced post violations. Digital technologies can be integrated in organisation policy processes. Policies must be agile and adaptive to effectively govern dynamic environments and disruptions.